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Service Desk Analyst

CHICAGO-60615, IL, US
01/05/2019

-

Required Skills

Microsoft Office Product suites

Company

Infinity Consulting Solutions, Inc

Experience

3 to 5 Year(s)

Job Description

Service Desk Analyst

The Service Desk Analyst will be responsible for accurate and timely processing of information in and through all computer systems.

The Service Desk Analyst will be monitoring critical member delivery systems and provide technical assistance.

Resources to do the job require reliance on technical knowledge of computer systems and written policy.

Responsibilities:

Serve as the first point of contact for technical assistance majority over the phone and email with some desk side support

Adhere to policy and procedure regarding ticket management and time entry

Provide the highest standard of technical services to users

Utilize ServiceNow to respond and update tickets within service level agreements

Assist with deployment of Operating System images to new and existing computers

Create technical documentation as required to the various audiences

Assist IT operations team as needed

Assist in onboarding and separations for employees and non-employees

Responsible for setting up computer security for users

Support and troubleshoot computer system hardware as well as operating system software

Identifies problems related to primary financial software and determines corrective action

Identifies and escalates issues to network group

Working knowledge in MS Windows based environment Experience using and building
workstation images a plus Knowledgeable Planning and organizational skills

Provide excellent customer service skills, including ability to provide information at all levels

Experience following and creating documented processes and procedures.

May perform final review of all output material for correct format for distribution to user organization

Coordinates and monitors work flow to assure the efficient utilization of the system

Assists with mentoring and orienting new employees

Works on projects concentrating on integration with daily, weekly and monthly schedules

Qualifications:

An Associate's or Bachelor's degree in Computer Science, 3 - 4 years of experience in service desk support; or an equivalent combination of training and experience, and you have:

Excellent phone support with an emphasis in clear and efficient communication

Experience troubleshooting Microsoft Office Product suites

3+ years working in a LAN/WAN environment

Experience with OS deployment systems such as System Center Configuration Manager (SCCM) is preferred

Support of mobile devices or MDM solution with various Carriers

Experienced with Windows 7, 8, and 10 operating system troubleshooting, security, file
system structure, and registry

Expertise in supporting and troubleshooting remote clients using virtual private network tunnels using two factor authentication

3+ years of experience supporting email client software

3+ years of experience with enterprise computer security software such as Symantec Endpoint

Working knowledge of MS Office

Knowledge of request/problem documenting and tracking skills

Working knowledge with Citrix products

Working knowledge of networking principles, practice and technologies (TCP/IP protocol suite)

Working knowledge of remote control tools

Working knowledge of Active Directory and group policies

Knowledge of device/data encryption

Familiarity with VMWare products

Familiarity with ITIL and IT service management

Experience with printer configuration service and support

Understanding the fundamentals of FTP, SFTP, and SSH protocols

Knowledge of whole disk encryption software and concepts